Sitel Reviews

Updated April 21, 2015
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2.5
478 Reviews
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Sitel President & CEO Bert Quintana
Bert Quintana
139 Ratings

Pros
  • I've done the online for the work-at-home assessment - so far, so good (in 21 reviews)

  • Learned a lot about customer service and the business (in 5 reviews)

Cons
  • Administration is very disorganized and actual call center work is more stressful than it needs to be (in 16 reviews)

  • You cannot even defend your employees with upper management as they feel everyone is replaceable (in 7 reviews)

More Pros and Cons

Employee Reviews

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  1. Inconsistent, Unprofessional and Absolute Incompetence

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Call Center Agent in Las Vegas, NV
    Current Employee - Call Center Agent in Las Vegas, NV

    I have been working at Sitel full-time (Less than a year)

    Doesn't Recommend
    Negative Outlook
    Doesn't Recommend
    Negative Outlook

    Pros

    Better than being unemployed and will help pay some bills. However I'm already looking for the backdoor.

    Cons

    Incompetent IT personnel that lack rudimentary IT skills commonly known as "The Basics" in the IT industry which contributes to and escalates unnecessary stress among call center agents and support staff.

    Inconsistent managerial staff that cannot agree on already written policies, procedures and expectations of job duties. This leaves call center agents having to choose sides as to what coach or manager they support, ultimately destroying the customer and member experience.

    Unprofessional working environment due to agents and managerial staff using intimidation, manipulation and crude language to manage its employees or co-workers.

    Advice to Management

    Hire a consulting firm, or tour a more successful call center and take some notes. Then implement a positive working culture and accountability process to keep all departments on a fast track to improvement. If anything keep in mind that the members and customers should be the focus of the company's mission and culture.

  2. If you need a job...

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Team Manager in Las Vegas, NV
    Current Employee - Team Manager in Las Vegas, NV

    I have been working at Sitel full-time (More than 5 years)

    Recommends
    Neutral Outlook
    No opinion of CEO
    Recommends
    Neutral Outlook
    No opinion of CEO

    Pros

    If you're new to the business there's access to as many training materials as you'd like.

    Cons

    Deceptive business practices by some managers. I know they're involved in litigation regarding ACA violations. Also, you'll need to find time out of your private time for the available training.

    Advice to Management

    Be genuine and your people will support you. "Survivor" culture is not conducive to productivity.

  3. Low grade customer service job, with utter disregard for basic human working conditions.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Lisbon (Portugal)
    Former Employee - Customer Service Representative in Lisbon (Portugal)

    I worked at Sitel full-time (Less than a year)

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    One month seminar to prepare for project. Central location.

    Cons

    No coffee allowed on desks. No wastebaskets ANYWHERE on the floor. Mixed gender toilets with minimum partitions that sometimes went unattended without even soap for weeks. HR staffed with people with minimum/no english (Lisbon, Portugal, in a company employing mostly foreigners). Tiny desks with no drawers or even sufficient space to place your belongings, even work related ones. Blocked access to websites, INCLUDING personal email providers (eg. yahoo). Different salaries depending on country of origin (people working for the scandinavian teams earned much more than people from southern countries, for a position with identical tasks).

    Advice to Management

    It's the little things that can completely change one's work experience. Like being able to wash your hands or drink a cup of coffee in the morning (at your desk - without paying for it in a machine that half the times was out of order)

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  5. Company kind of sucks...

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Las Vegas, NV
    Former Employee - Customer Service Representative in Las Vegas, NV

    I worked at Sitel

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Ummm... to be honest there was nothing really positive. If you need a quick job then go there because the literally will hire anyone.

    Cons

    EVERYTHING! Management sucks. A lot of the employees were on the ghettoer side (twerking in the parking lot, fighting, smoking weed in the parking lot, selling drugs).

    Advice to Management

    Do your job!

  6. One of the worst work place I experienced in Barcelona

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Agent in Barcelona (Spain)
    Former Employee - Customer Service Agent in Barcelona (Spain)

    I worked at Sitel full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Doesn't Recommend
    Negative Outlook

    Pros

    Well, only reason to work for theme is being unemployed

    Cons

    Company use smart ways ti cut number of worker. When they have an excedence, they began to fired people using absurd reasones, just to try not pay employers. in 2014 was happen with 8 people for a single project.The only way to get your money it's to refer with a lawyer

    Advice to Management

    Team leaders of any preoject thinks only about adiministration but the have not idea of products supported for every team

  7. Sweatshop call center

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Ocala, FL
    Current Employee - Customer Service Representative in Ocala, FL

    I have been working at Sitel

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    A monkey in business casual could be hired

    Cons

    Four weeks of classroom training that in no way prepares you for the production floor. Mandatory overtime because of the high turnover rate. More emphasis on call handling time and after call times than helping the customer. Focus on client billed minutes (Sitel getting paid) I have worked at call centers for the last 20 years and this place is by far the worst. Get hired for the paid training and keep looking for a real job while you are there!

    Advice to Management

    Stop being a sweatshop.

  8. Helpful (1)

    Disposable employees, low wages, dead end job, stress, filthy surroundings, and more

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Medicare Them HMO in Asheville, NC
    Former Employee - Medicare Them HMO in Asheville, NC

    I worked at Sitel

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    They will hire most anyone. Didn't do pre-admission drug test, but if you anger them, or talk about about things they may demand it after.
     If your attendance is good 30 days in a row you earn a day off, just call ahead before you take them.

    If you can afford it, they offer health vision and dental.

     If you do a good job in the medicare dept they treat you pretty good.

    They can sometimes work with scheduling issues if you have notice.
     Training is paid. Some of the people are nice.
    You can get a little overtime sometimes.
    Starts at better than minimum wage.
    You learn about health insurance including basic claims adjusting, which when you are allowed to do them, makes a happy caller.
    They will give pizza and other little rewards if the coach's team does well with metrics, just like when we were kids! Of course money would be a better reward, but better than nothing.
    If they like you sometimes you get paid to decorate.
    You can ask for pot luck days, where everyone brings a dish.
    If you get picked for good performance you get paid for 2/3 of a day on the phones, and a long free lunch with kind speeches and clapping.
    SET SCHEDULES!

    Cons

    Monitoring is constant, phones sometimes record at random, there is no privacy at all.
    insurance benefits don't cover well.
    There is a cap of raises for most positions outside managment at 9.50/hr
    Work at home is no more.
    The rug is filthy, no matter how many times it's cleaned, as are the dividers.
    The computer programs you must run old command line systems primarily and you best be able to switch between 3-6 different systems effectively on one call or you won't make it. There is no single program to run all things.

    They move you around all the time. This can cause glitches in the computer programs. They can't-won't fix this. They won't put you in the former seat where everything worked even if it's only a few seats away!

    The customers in the health care whether HMO or medicare/medicaid are nearly always pissed that something isn't covered. Who can blame them? They could understand that you didn't write the policy.

     Don't switch departments no matter what lure, if you are in good standing in your current one. Your new "coaches" won't treat you with the regard of your old ones. Watch your documentation careful, don't use humor, or anything but bland formal language. You'll get canned even if you've been there for years and have better attendance than the managers.

    You really do have to say everything in the dreadful script with minor variance for flow, or your metrics will fall and your coaches will gently inform you that your value is lessening.
    When you are fired, and it's only a matter of time once you get your raises, they treat you like a threat to security, and will not let you clean your own desk so do not bring anything you don't care to lose because that process is never thorough and they keep souvenirs.

    Advice to Management

    Don't treat employees like a disposable rag. If they've been there for years, they might be able to overlook the cons above if you will treat them well. Don't cap raises at such a low rate. Other call centers in the area pay way better. Coaches, go to bat for your veteran employees, even if corporate has some minor issue with them. If they have met metrics, help customers well, are polite to work with, trainable and have excellent attendance treat them like they have more than momentary value.

  9. Not how you work....but who you know.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Ocala, FL
    Current Employee - Customer Service Representative in Ocala, FL

    I have been working at Sitel full-time

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    Better than a food service job

    Cons

    Everything. From favoritism to insane rules that are not consistent across the board. If they like you...then you can pretty much sleep on the job and they love you still. A lot of needless turn over is due to this.

    Advice to Management

    Work on the morale instead of brow beating people into submission.

  10. Helpful (1)

    SITEL Work at home EMAIL replying

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service in Nashville, TN
    Former Employee - Customer Service in Nashville, TN

    I worked at Sitel full-time (Less than a year)

    Disapproves of CEO
    Disapproves of CEO

    Pros

    It was implied this was a full time and growth opportunity. Told we would be graded on answering complex email with QUALITY and not quality.

    Cons

    Lied to by everyone in the entire management chain. It's degrading to be pushed to answer emails that each have their own degree of complexity with precise and perfect answers and meet goals of 75 to 120 per hour. Worked hard, punching out high numbers while their systems continually crashed. Called late on a Saturday night to not report back to work. No feedback.

    Advice to Management

    Just tell everyone your company is a meat mill and that you will be starving if your are depending on this job to pay you enough to meet the demands for a silent room, that the poor mother must have have sitters on slave wages, they tell people they are valuable until the campaign ramps down, and they make the work from home people pay for their monitors, their internet, all to be required to paid out of pocket from a 9 an hour wage. From that pretaxed wage you pay for a 60 a month Internet , 100 a week baby sitter, and then you lay people off without notice. Sitel lies about benefits because they structure employment so most will never make a continuous position transition to the better positions. Shame on companies using Sitel services because you don't have to see what that you are a slum lord employer. You know who you are.

  11. become a mole person! Shun the light of day!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Huntington, WV
    Former Employee - Customer Service Representative in Huntington, WV

    I worked at Sitel full-time (More than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    You get a filthy cubicle with stained walls of your very own! And a chair to sit in, oh boy!

    Cons

    In the future if humans burrow beneath the earth and create a sunless hellscape of fluorescent lighting, filthy soul crushing monotonous cubicle walls, and chained themselves to demonic devices to gain nourishment. This is that future.

    You will never see the sun again, you will never gain enough profit to escape. Shackle yourself to your cage and leave all hope for the survivors on the surface. This job is a slow death.

    Advice to Management

    Flee! Escape! Lead a band of those hopeless, obese, pale slug men out of this den and into the glorious sun again! Redeem yourselves!

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